Leaving ExpressVu or got a Rant then post it here!

I feel for ya, I think it's ridiculous the way customers get treated when it comes to install. Here is the main problem, the installers are all outsourced, and they book the techs day right up. So if the installer has a problem, he's supposed to call the customer. But since the installer doesn't want to be the bearer of bad news, and knows full well the customer won't be calling him but the Bell contact center instead, they often don't call if they are running late. They just leave it for bell to solve. So then by the time the customer is mad enough to call, the CSR on the other end of the line that has nothing to do with the install company gets an earfull. Overall, a bad experience for the customer. They should be more strict with the companies they use for install. If they can't meet a certain service level then Bell should look elsewhere or start installing using in house techs. Here's a hint though to make sure your install happens the day you choose. Get a morning appointment, those are rarely cancelled, it's mostly the evening appointments that get cancelled. The tech does the installs in the order he's given. If he's running late, those last on the list get affected.
 
Most if not all cable/satellite companies do this. You can yell and scream but your next supplier will probably do the same thing.
 
That's still better then most cable companies. I remember paying for cable when I lived in Ottawa, it was 40$ plus tax for the basic per month and I think I got cnn and discovery with that. And this was 5 years ago.

With ExpressVu your basic is 25$ and if you got one theme pack ex sports or news and learning it's only 30$ Myself.. I go with the Total TV Combo :cool:
 
no, you are not right...the upgrade kits only come with the LNB (and a 4x4 switch if you buy the Satellite Upgrade #2)...neither come with a dish.
 
It took 7 years to figure this out? I learned after 1....only kidding, i hate bell as well
 
technically, its called Networks, not US Networks...but if you are in the newer packages, they are ALL included in Digital Standard, so it doesn't matter anyway.


Bell is not a broadcaster, nor are they a monopoly...and of course the business cares about making money...for one, its a business, not a charity, and secondly, if it didn't, they wouldn't exist.
 
unfortunately, bell needs to rely on subcontractors to handle their installs...some are good, some are not so good...you have experienced first hand, the numerous "not so good" ones...that is why i stopped using the subs and ONLY deal with a local company exclusively.
 
People are 10 times more likely to complain than they are to praise.



Nem, who is not here to be flamed, just making an aside based on proven fact
 
Hi Cory:

That is the same way as Bell mobility works...they think they can do anything they want and the customer can just suck it up. Last year Bell mobility had a problem with their new billing system and never sent out bills for like 3 months. Needless to say they never notified us as to their being any problem and when they did finally start billing again, between the wifes and my phone we owed over $300.

I called Bell and complained and they said that they were not charging interest on it (so kind of them), but I now had $300 extra as I pay my bills each and every month when the bill is received. Needless to say in December I will be cancelling both my wifes and my cell accts with Bell and going back to Telus, who by the way are rated the best of the cell phone companies. If I am not good enough to be notified of this MAJOR problem, they are not good enough for my business.

BEV+Bell Mobility+BGM = Consumers mean nothing

Alt
 
Bell's vacation policy is not the winter month's, it's a little more precise. A vacation adjustment means you can put your account dormant for a one time fee (not monthly) for a min 6 weeks to a max 6 months before auto restart. So you obviously went up to the six month mark this year, where as in other years you hadn't hence why you had to call them. They do this to save you money, otherwise if you cancelled everytime, you'd have to pay your thirty days notice, plus a $35 reconnect charge when you activated again in the spring.
 
LOL at "nice and loud" :D I hope when I get hooked up to my 500 there won't be too much audio differentiating. (is that a word) ;)
 
I recently upgraded my programming to add a couple more theme packs. I called and got a really nice polite lady and requested the additions. I waited 24 hours, found that the new channels are all "white" on the guide but I get an "smart card not authorized" error message when I tried to access them.

I tried a few standard things like switching on/off, pulling the card out/in and "checkswitch". Nothing worked so I called back. This time, I got the rudest CSR ever. First she told me to pull the card out and reinsert, I told her politely that I did it a few times already, her response was a stern "JUST DO EXACTLY WHAT I TOLD YOU TO DO!" OK, did it a couple more times exactly as she instructed me to, it didn't work as expected. Then she told me to do a checkswitch, even though I have done it a few times already, why argue right? Did it and told her it was done.

Her response was "There is no way it can be done that quickly, do it again." Okay, did it again. "Done". "There is absolutely no way a check switch can go through that quickly, you are lying to me." "OK, I will do it a third time... Done". "What EXACTLY does it say on screen" "91-All 82-All" "Where are the Odds and Evens, you did something wrong or you are lying to me"

After about 20 min. of her telling me that I am BS'ing her, I tried to explain that I have three receivers so I have a Dishpro Quad LNBs and the display screens/checkswitch process will look a little different than the standard SW21 switches. She then blew up and told me that a) a 3100 cannot use a Quad LNB so I must be wrong, and b) I can't use that equipment, it is not BEV sanctioned equipment and she is going to report it to her supervisor.

After a minute or so on hold, she came back and calmly told me to go to the guide screen, told me that everything will go red in a minute or so (which it did) and told me that everything will go white again in a minute or so (which it did) and then everything worked. The last time I added to my programming, the lady had to do a reset from her end like that too, except that lady was infinitely more pleasant to deal with.

It took about two minutes for everything to work after the CSR's discussion with her supervisor. There was no discussion about me BS'ing her, or about what equipment I am allowed to use etc. It was pretty obvious that her supervisor told her to chill out and calm down.

If the CSR had simply take my word for it that I have did the card thing, did the on/off thing, did the check switch thing and save both of us 30 min. each.

Comments for BEV:

1) Most long term customers know how to do the standard reset, on/off, checkswitches and would have done them before calling, believe them when they say they have done it.

2) Twice now I have made changes to programming and required BEV to reset everything from their end. If it happened twice to me, it must have been pretty common. It should be standard practice to do that as part of the normal trouble shooting routine.

3) Respect your customers - they are the ones with the cheque books. If the CSR had came back and continued to be rude to me, I was 100% prepared to close my account on the spot and go back to cable.

4) Give lessons on "Manners" to CSRs, most don't but some need it and need it badly. Telling (or even implying) your customers that they are "lying" is very very bad...
 
Persistent little critters, ain't they ?

Following the old sales adage "if you throw enough crap against the wall, some of it's bound to stick".

Persistence doesn't always wear down resistance, sometimes it just blows up in yer face.
 
1. As DJ mentioned, CITY-Toronto is in new packages, nevermind old or new packs, CITY-WPG, EDM, CGY, VAN are in both old and new.
2. I have had similar frustrations at times.
3. Cool.
4. Star Choice/Shaw better care about the almighty dollar. Neither provider is a ma and pa business.
 
Yes, this channel exists. But apparently the name was recently changed to something like Out TV.

Just checked the IPG. It's on channel 609.
 
funny story...i received another bill notification the other day indicating that my expressvu bill was ready...when i log in to my bell account, they've removed my expressvu account so i can't see the bill.

of course, i paid my balance off in full a few months ago when i cancelled so i called expressvu and asked wtf?

so the csr goes off to investigate what's going on, comes back on and proceeds to ask me if i'm reactivating my service...

i politely and sarcastically indicate no i'm not reactivating nor am i ever coming back to expressvu and would just like to find out what's going on with my bill.

csr goes off again to investigate then comes back and explains that this bill notification occurs for a few months after cancellation and it will go away but that my balance is $0

what a waste of 20 minutes....

okay...maybe it wasn't so funny :P
 
Back
Top